Share this Job
Kampala, Uganda
Full-time
MTN Uganda is a leading telecommunications provider in Uganda, offering a wide range of services that include mobile voice, data, and digital financial solutions. Since its establishment in 1998, MTN Uganda has played a pivotal role in transforming the telecommunications landscape in the country, making significant contributions to connectivity and digital inclusion.
With an extensive network coverage that reaches both urban and rural areas, MTN Uganda ensures that millions of Ugandans have access to reliable communication services. The company is known for its innovative offerings, such as mobile money services through MTN Mobile Money, which have revolutionized financial transactions and inclusion in the country. This service allows users to send and receive money, pay bills, and access various financial services using their mobile phones, thereby bridging the gap for the unbanked population.
MTN Uganda is also committed to corporate social responsibility, with numerous initiatives aimed at improving education, health, and community development. Through its foundation, the company supports various projects that enhance the quality of life for Ugandans, such as building schools, providing scholarships, and supporting healthcare facilities.
Senior Manager - Customer Experience. Home Broadband job at MTN Uganda Limited
MTN Uganda
To develop and drive to attain the MTN Uganda Customer Experience goals for the Home Business by providing professional expertise in strategizing and implementation of best practices using timely and relevant analytics and research, stakeholder management at all levels and overall alignment to MTN Group Corporate goals and objectives.
MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position;
Job Title: Senior Manager- Customer Experience
Reports to: General Manager, Growth and New Business
No. of Vacancies: 1
Main Job Functions:
Develop the overall Customer Experience plan and customer centric strategy within the Opco in collaboration with Group and the Executive
Ensure the successful design, delivery and implementation of Customer High Volume Journeys by providing project management, analytical support and customer experience expertise.
Analysis of customer information– including, but not limited to Net Promoter Score, micro-segmentation, churn, closed loop feedback, with the aim to improve customer experience.
Co-creation with Technology of blueprint for enablers to customer experience framework – including, but not limited to Call centre technologies, real time customer management technologies, network performance, etc.
Organizational structure and upskilling analysis to ensure customer experience programs are successfully implemented and executed on an operational level
Provide Input into Reporting metrics and market insight research modelling to ensure consolidated and consistent views as it relates to the MTN Customer Experience
Support change initiatives (continuous improvement) to continually improve all aspects of CEX strategic projects delivery and any new Strategic projects through design and project management support.
Collaborate with digital service channel teams to create a ‘best-in-class’ experience for customers, through cooperation with the product development marketing teams.
Collect and share insights from BI and data analytics from customer behavior around Home products in order to provide input around improving product usability and customer experience.
Management of consultancies and partners to ensure SLA delivery at preferred pricing.
Responsible for High volume and critical journey industrialization.
Coordinate and drive Digitization and automation of all customers affecting journeys and BOPs with an aim of improving efficiency and promoting self-service.
Recruit, develop and retain people with outstanding skills, qualifications, and potential.
Define the divisional KPAs and KPIs that will be cascaded down to staff and shared with other functional areas within the Opco.
To develop & coach all direct reports
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Education:
Degree in Business, Technology (IT or Computer Science) or related discipline
Masters Qualification would be an advantage.
Other Training:
Digital design skills are an added advantage
Project and people management skills
Report writing skills (MS Powerpoint, MS Word, MS Excel)
Experience:
Minimum of 3 years’ experience in leading a highly qualified and experienced team in a highly complex environment
Minimum of 7+ years in Customer Experience, Strategy and/or Related commercial fields
Experience in Service Delivery with Digital design experience within Telco industry required.
Knowledge, Skills and Competencies
Innovation - Creativity to build customized digital systems to deliver on effective and efficient service, understanding the “Big picture.”
Analytical - Synthesizes complex or diverse information.
Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyses information skillfully
Interpersonal Skills – Focuses on solving conflict; Maintains confidentiality.
Communication – Listens and gets clarification; Responds well to questions, demonstrates attention to detail.
Self-motivated and willing to "do what it takes" to get the job done.
Have a strong “client service “mindset and the ability to use collaborative & non-adversarial approaches in achieving goals.
Strong work ethic and ability to work with minimal supervision independently and as a team.
Alertness to quality, attention to detail, Aptitude for learning, understanding, and applying concepts.
Capabilities:
Conceptual Thinker, Problem Solver, Improvement Driver,
Culture and Change Champion, Relationship Manager,
Results Achiever, Operationally Astute
APPLICATION FOR THIS POSITION MUST BE DONE ONLINE:
Are you interested? Click the "APPLY" button below to submit your application.
.png)
.png)
%20(1).jpg)
